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100 Cards in this Set

  • Front
  • Back

Best Practices are:

Practices which have been proven to be successful and which have achieved widespread adoption.

ITIL is:

A best practice framework

The set of specialized abilities that focuses on internal processes and systems for meeting computer needs to provide value to customers in the form of a good or a service.

Service Management

A structured set of activities designed to accomplish a specific objective is:

A process

A Process Owner is …

a) Is responsible for the design and maintenance of an effective and efficient process
b) Defines / Reviews the KPIs
c) Ensures the staff knows the process as well as their role & responsibilities
d) Responsible for ensuring all activities defined are performed successfully

A team or group of people and the tools they use to carry out one of more Processes or Activities is:

A function

Resources and Capabilities are strategic assets used to create value. Which layer of the process model do these belong?

Process enablers

Ensuring that policies and strategy are actually implemented and that required processes are correctly followed is


What is the RACI model used for?

Documenting the roles and relationships of stakeholders in a process or activity

Sources of best practice include:

Public frameworks


Proprietary knowledge of individuals and organization

In which phase would we answer questions as: What will we offer? How are we better than competition? Can we justify the "spend" for this offering? Do we have the resources/capabilities to support this service?

Service Strategy

What concept is "fit for purpose"


What process provides a financial understanding of IT services and their as well as forecast financial needs?

IT Financial Management

What process ensures that as business strategies change the services within the portfolio are maintained through well managed activities and to be able to view, analyze and manage services s they relate to each other?

Portfolio Management

What process uses activities to understand and influence customer demand for service?

Demand Management

Where would an organization store information about all services, including those being developed, the services currently offered and the services that have been retired?

Service Portfolio

What process has this two-fold purpose?
1. Establish a relationship between the provider and the customer based on understanding customer's needs
2. Ensure the provider is able to meet those needs over time

Business relationship management

What identifies two Service Portfolio components within Service Lifecycle

Service pipeline and Service Catalogue

What is NOT answered by information in the Service Portfolio?

What opportunities are there in the market?

To plan the service including all its architectures, processes, policies and documentation to meet current and future agreed-to business requirements is the definition of what lifecycle phase?

Service Design

An agreement between a provider and a customer that describes the service provided, the service level targets such as availability. and the responsibilities of both provider and customer is called:

A service level agreement

An agreement between a provider and an internal unit written to support the delivery of services to customers is called:

An operational level agreement

A collection of documents defining all aspects of a service and it’s requirements through each subsequent stages of the lifecycle is called:

A Service Design Package (SDP)

A mutually binding agreement between two parties (such as a Supplier and a customer) is called

A contract

The main output of the Design phase is:

service design package (SDP)

Design for new functional requirements, agreed to business requirements, resources and capabilities needed are agreed upon. What aspect of design is this?

Design of Service Solutions

Each element of a service, from its applications to hardware to data, need to be appropriately designed. “The development and maintenance of IT policies, strategies, architectures, designs, documents, plans and processes for the deployment and subsequent operation.” What aspect of design is this?

Design of Technology Architectures and Management Systems

These are activities of what process?
* definition of the service in the Catalog
* Produces an accurate Catalog
* Insures Catalog information consistency with the Portfolio

Service Catalog Management

This process ensures services and their performance are being measured to evaluate if the service performance is meeting the needs of business and customers. This process builds relationships, ensures quality and customer satisfaction and works to improve levels of service where cost-justifiable.

Service Level Management

This role will focus on negotiating, agreeing, monitoring, reporting and reviewing targets, assists with the maintenance of an accurate portfolio, is aware of changing business needs and manages relationships.

Service Level Manager Role

This process must understand service and component availability requirements from the business perspective to ensure services are designed for the appropriate availability.

Availability Management

Reliability is:

Freedom from operational failure – metrics for how long an element can perform as agreed

Two key metrics of reliability are:

MTBF – Mean Time Between Failures
MTBSI – Meantime Between Service Incidents

Maintainability is:

How quickly and effectively an element can be restored to normal working after failure

Maintainability is the ability to restore a failed service quickly. Two key metrics of maintainability:

MTRS – Meantime To Restore Service
MTTR – Mean Time To Repair

What process is responsible for balancing capacity and demand? This process produces a yearly plan.

Capacity Management

This process concerns itself with events that the business considers significant enough to be defined as a disaster; to support Business by ensuring that the required IT service provision can be recovered within required / agreed-to timeframes.

IT Service Continuity Management

This process performs regular Risk Assessments and Business Impact Analysis exercises to determine how to eliminate or mitigate risks and their potential disruption to services.

IT Service Continuity Management

What are examples of recovery options?

Gradual Recovery
Intermediate Recovery
Fast Recovery
Immediate Recovery

This process ensures information is available to those who have a right to have it, the information is complete, accurate and protected against unauthorized modification, is usable when required and secure from an attack.

Information Security Management

This process ensures supplier contracts are align with business strategies, manages supplier performance and relationships, and uses a tool “Supplier and Contract Database” to store the information about suppliers.

Supplier Management

This Process Role has these responsibilities: Carry out activities, understand how their role contributes, works with other stakeholders, ensures inputs and outputs for their activities are correct and complete documentation correctly.

Process Practitioners

The CORRECT description of normal service operation is:

The service is operating within the limits defined in the Service Level Agreement

Which of the following statements about Supplier Management is INCORRECT?
a) Supplier Management negotiates internal and external agreements to support the delivery of services
b) Supplier Management ensures that suppliers meet business expectations
) Supplier Management maintains information in a Supplier and Contract Database
d) Supplier Management should be involved in all stages of the Service Lifecycle, from Strategy through Design and Transition to Operations and Improvement

Supplier Management negotiates internal and external agreements to support the delivery of services

Service Level Management is responsible for:

Create technology metrics to align with customer needs

What are characteristics of every process?

It is measureable
It delivers a specific result
It responds to a specific event
It delivers it primary results to a customer or stakeholder

Defining the functional requirements for a new service is part of:

Service Design: Design the service solutions

The objectives of what lifecycle phase are to ensure that new or changed services are integrated into business – are aligned with business requirements – and provide maximized results.

Service Transition

The set of tools & databases used by a service provider to manage all knowledge through the lifecycle:

Service Knowledge Management System (SKMS)

The collection of configuration items introduced into the live environment together is known as:

Release Unit

Serves as a governing tool and helps guide the release management process.

Release Policy

This is a repository for all authorized versions of media used by the organization is known as:

Definitive Media Library (DML)

This artifact would document all changes that are approved and being managed.

Schedule of Change (SC)

This document details when a service is expected to be unavailable due to a change. Change and Availability work together to be sure details are kept up-to-date.

Projected Service Outage (PSO)

This is a review that takes place after a change has been implemented. This review will determine if the change was successful and identifies opportunities for improvement.

Post Implementation Review (PIR)

This is the trigger for the Change Management process. Once received they are logged and reviewed.

Request for Change (RFC)

A standard change is

Pre-approved which allows the change to be handled expediently with success

The purpose of _____________is to optimize service assets by managing, storing and providing information about Configuration Items and Service Assets throughout their lifecycle. Define, Control and Protect CIs.

Service Asset and Configuration Management

This process enables organizations to improve the quality of management decision-making by ensuring that reliable and secure information is available. Improve efficiency by reducing the need to rediscover knowledge.

Knowledge Management

The purpose of this process is to build, test and deliver the services per service design package.

Release and Deployment Management

An addition, modification or removal of a supported component is known as:

Service Change

What process authorized a validated release for deployment?

Change Management

What role is responsible for receiving, logging and prioritizing a Request for Change (RFC)?

Change Manager

Which of the following statements are CORRECT?

-Service Transition provides guidance on moving new and changed services into production -Service Transition provides guidance on Testing -Service Transition provides guidance on the transfer of services to or from an external service provider


Which of these is NOT a type of Change?
a) Standard Change

b) Normal Change
c) Critical Change
d) Emergency Change

c) Critical change

The following options are considered within which process?
Big Bang vs. Phased
Push and Pull
Automated vs. Manual

Release and Deployment Management

What lifecycle phase focuses on the day to day management delivery of services? The phase coordinates the activities and processes to deliver the service, support the service, restore the service, improve and manage the service.

Service Operations

Services must work at agreed levels and within agreed costs. The processes and functions of what phase are designed to ensure the services meet business requirements daily?

Service Operations

A request for information or advice is:

Service Request

An unplanned interruption or reduction in quality to an IT service which should repaired ASAP is__:


The unknown underlying cause of an incident is ________:


A problem that has a documented root cause and a workaround is:

Known Error

This process’ goal is to restore normal Service Operation as quickly as possible and works to minimize the impact on business operations.

Incident Management

This process is involved in monitoring and automating to ensure services are managed effectively. To detect, make sense of notification and determine appropriate control.

Event Management

This process work to enforce the Information Security policies and ensure users have access to the services and systems they have right to access.

Access Management

This process works to eliminate underlying causes of incidents.

Problem Management

This function is custodian of Technical Knowledge and Expertise to help plan, implement and maintain a stable infrastructure…a well-designed, resilient, cost-effective topology.

Technical Management

This function is responsible for managing applications throughout their lifecycle.

Applications Management

This function is the single point of contact between the service provider and the users. This function typically manages incidents and service requests, handles communication with the user.

Service Desk

This function performs the daily activities (example: nightly backups) needed to manage IT services and infrastructure as defined during Service Design. The function includes Control and Facilities.

Operations Management

The priority of an Incident is BEST described as?

The relative importance of the Incident based on impact and urgency

Operations Control refers to?

Overseeing the execution and monitoring of the IT operational events and activities

What BEST describes the purpose of Event Management?

The ability to detect events, make sense of them and determine the appropriate control action

What BEST describes a Local Service Desk structure?

A Service Desk that is situated in the same location as the users it serves

The BEST definition of an event is?

An occurrence that is significant for the management of the IT Infrastructure or delivery of services

Incident Management has a value to the business by?

Contributing to the reduction of impact of service outages

Which are the missing Service Operation Processes from the Following?
1. Incident management
2. Problem Management
3. Request Fulfillment
4. ?
5. ?

Event Management and Access Management

What is NOT an objective of Service Operation?

Thorough testing to ensure that services are designed to meet business needs

What is NOT an example of a Service Request?

A user calls the Service Desk because they could like to change the functionality of an application

Technical Management is NOT responsible for?

Defining the Operational Level Agreements for the technical teams

What lifecycle phase has the primary purpose to maintain alignment of IT services to changing business needs requiring the ability to identify and implement improvements?

Continual Service Improvement

This is used to establish an initial data point used to compare for future improvements.


This is something that must happen if a process, or project, or plan, or service is to succeed. KPIs will measure if achieving this.

Critical Success Factor (CSF)

This is a specific type of metric used to actively manage a process or service to achieve the Critical Success Factors.

Key Performance Indicator (KPI)

What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

Identify improvement strategy, define what you will measure, gather data, process data

Which of the following is NOT step in the Continual Service Improvement (CSI) model?
a) What is the vision?
b) Did we get there?

c) Is there a budget?

d) Where are we now?

c) Is there a budget?

Why should monitoring and measuring be used when trying to improve services?

To validate, direct, justify and intervene

Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?
a) Facilitates clear communication and workflow practice across all parties involved in the CSI program
b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing
c) Identifies where internal Service Level agreements (SLAs) can be established to implement CSI
d) Provides a clear focus for matching the CSI processes to financial planning

d) Provides a clear focus for matching the CSI processes to financial planning

Learning and Improvements is the PRIMARY concern of which of the following phase of the Service Lifecycle?

Continual Service Improvement

What areas would technology help to support during the Service Design phase of the Lifecycle?

Hardware and Software design
Environmental design
Process design
Data design